Austin Fernandes
Wanowri, Pune
Summary
Experienced HR professional with a decade of expertise in Talent Acquisition and HR Shared Services. Proficient in full HR lifecycle management, from recruitment to offboarding, with strong interpersonal and conflict resolution skills. Eager to enhance employee satisfaction at CORE by leveraging expertise.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Human Resources Service Center Support - Team Leader
Hitachi Vantara Software Services India Pvt. Ltd.
Pune
2021.12 - Current
- Hands on experience on HR Chatbot, Onboarding, BGV, Probation and Offboarding (for APAC). Specific experience working in a global scope across multiple cultures and time zones
- Lead and manage a team of support staff, setting performance objectives and providing guidance and coaching. Ensure team meets SLAs and deadlines
- Create reports on team performance metrics such as response times and number of resolved cases per day, week, month for review with Senior Management with SLA's (International & India) using Data Analysis Techniques and tools.
- Preparation of Process Guide, SOP and Participating in ISO / compliance audits for APAC region
- Analyze customer data to identify trends in support requests and develop strategies for addressing them proactively.
- Develop procedures for responding to customer inquiries efficiently and effectively, ensuring compliance with service level agreements.
- Identify opportunities for process improvements within the team's operations and recommend solutions accordingly.
- Act as a point of contact between the support team and senior management regarding any operational issues or concerns.
- Monitor the progress of customer inquiries, escalating issues as needed to ensure timely resolution.
- Ensure that all customer records are accurately maintained in the database system.
- Perform administrative duties such as approving leave requests or updating employee records.
- Collaborate with other departments within the organization when needed.
Consultant (Human Resources Shared Services)
Tata Communications Ltd.
Pune
2020.06 - 2021.12
- Led projects to implement online offboarding tools and create process guides for international and India operations
- Played a key role in implementing Success Factors (SAP) for offboarding in international geographies
- Managed offboarding processes for India and international employees, ensuring compliance and timely asset collection
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Evaluated existing systems and processes against industry best practices for efficiency enhancement purposes.
Sr. Team Member (Corporate HR)
Tata Communications Ltd.
Pune
2015.02 - 2020.05
- Led automation initiatives within the Talent Acquisition COE, focusing on process improvement and employer branding
- Handled recruitment for IT and telecom sectors, partnering with business units to implement tailored talent solutions (for Lateral, IJP, Senior Level Hiring)
- Supervised COE tasks including reports, data analysis, compliance, and job board management for Sr. VP - TA
- Conducted training for new joiners and participated in ISO/compliance audits.
- Played a key role in implementing Success Factors (SAP) tool enhancements for Talent Acquisition
- Maintained up-to-date knowledge of industry trends and best practices.
- Managed relationships with external vendors, suppliers to ensure timely delivery of services, products.
- Communicated effectively with all levels of personnel both internally and externally.
Sr. Recruitment Executive (Team Leader – IT Recruitment)
Convergys India Pvt. Ltd.
Pune
2010.09 - 2015.01
- Successfully closed recruitment ramps for key Microsoft programs, earning recognition as the Technical Spoc
- Managed full lifecycle recruitment for IT positions, including vendor management and onboarding activities
- Implemented process improvements and provided daily performance statistics to management.
Business Development / Human Resource Executive
Sellcraft Softech Pvt. Ltd.
Pune
2010.04 - 2010.09
- Conducted campus and walk-in recruitment, trained staff, and managed HR procedures
- Evaluated business opportunities and maintained customer relationships in various sectors.
Senior Customer Service Representative (Voice-Inbound & Outbound)
Exl / WNS -Aviva Insurance (NCOP) Pvt. Ltd.
Pune
2006.02 - 2010.04
- Managed processing and settlement of claims within the motor insurance domain
- Conducted training sessions for Assistant Managers and new employees to familiarize them with product details and operational processes
- Implemented and administered product knowledge tests to ensure staff competence and accuracy
- Conducted quality checks on client reports and responded to client emails in a timely manner.
Senior Customer Service Representative (Voice-Inbound & Outbound)
Mphasis BPO India Pvt. Ltd.
Pune
2002.01 - 2006.01
- Enrolled, trained, troubleshooted, and replaced equipment in accordance with USDA guidelines
- Conducted training sessions for colleagues on product knowledge and operational processes, including mock calls
- Administered and corrected product knowledge tests to ensure staff competency.
Executive (HR – Admin / Finance)
Fernandes Electricals & Co.
Pune
2000.09 - 2002.01
- Managed administrative and financial tasks, including processing receipts, calculating payroll, and marking attendance.
Education
Master of Commerce (Human Resource Management / Finance) -
Vidya Bhavan College Of Commerce, Pune University
05.2005
Bachelor of Commerce -
Vidya Bhavan College Of Commerce, Pune University
05.2001
H.S.C. -
St. Patrick’s Junior College, Pune
03.1996
S.S.C -
St. Vincent’s High School, Pune
03.1996
Skills
- Excellent Communication Skills
- Strategic Thinking
- Command of HR Technology (SAP, Workday, Oracle)
- Leadership Skills
- Interpersonal skills and empathy
- Data Analytical Skills
Certification
Executive Post Graduate Programme in Data Science, 07/2022, International Institute of Information Technology Bangalore
Honors Awards
- Hitachi Night of the Town – HR Shared Services – Execution, 06/2023, Hitachi Vantara Software Services India Pvt. Ltd.
- Hitachi Night of the Town – HR Shared Services – Execution, 2022, Hitachi Vantara Software Services India Pvt. Ltd.
- Bravo Award from Associate Vice President (AVP) for Responsiveness & Agility, 05/2019, Tata Communications Ltd., Pune
Supported Causes
Go Green India
Languages
- English, Native or Bilingual Proficiency
- Hindi, Full Professional Proficiency
- Marathi, Full Professional Proficiency
- Konkani, Full Professional Proficiency
Volunteer Experience
Hi-Brand Committee, Hitachi Vantara Software Services India Pvt. Ltd., 12/2021, Present, Pune, India, Organize events, fun activities (monthly / quarterly) for employees, Organizing and Participating in CSR activities
Hobbies and Interests
- Singing
- Playing the guitar
- Reading
- (participating in various competitions like singing, collage, quiz, etc.)
Affiliations
Hi-Brand Committee Hitachi Vantara Software Services India Pvt. Ltd.
12/2021 - Present, Pune, India
Tasks/Achievements
Organize events, fun activities (monthly / quarterly) for employees
Organizing and Participating in CSR activities
Accomplishments
Hitachi Night of the Town – HR Shared Services – Execution (06/2023)
Hitachi Night of the Town – HR Shared Services – Execution – 2022 (06/2022)
Tata Bravo Award from Associate Vice President (AVP) for Responsiveness & Agility (05/2019)
Achieved Rewards and Recognition for every Organization I worked
Other Details
SellcraftFernandesSoftechSpocChatbotKonkaniVidyaVidyaElectricalsConvergys
Current Employer : Hitachi Vantara Software Services India Private Limited, Pune
Current / Preferred Location : Pune
Current CTC : Rs. 10,00,000 /- (excluding variables.)
Expected CTC : Rs.15,00,000 /- (Negotiable)
Notice Period : 90 days
References
References available upon request.
Timeline
Human Resources Service Center Support - Team Leader
Hitachi Vantara Software Services India Pvt. Ltd.
2021.12 - Current
Consultant (Human Resources Shared Services)
Tata Communications Ltd.
2020.06 - 2021.12
Sr. Team Member (Corporate HR)
Tata Communications Ltd.
2015.02 - 2020.05
Sr. Recruitment Executive (Team Leader – IT Recruitment)
Convergys India Pvt. Ltd.
2010.09 - 2015.01
Business Development / Human Resource Executive
Sellcraft Softech Pvt. Ltd.
2010.04 - 2010.09
Senior Customer Service Representative (Voice-Inbound & Outbound)
Exl / WNS -Aviva Insurance (NCOP) Pvt. Ltd.
2006.02 - 2010.04
Senior Customer Service Representative (Voice-Inbound & Outbound)
Mphasis BPO India Pvt. Ltd.
2002.01 - 2006.01
Executive (HR – Admin / Finance)
Fernandes Electricals & Co.
2000.09 - 2002.01
Master of Commerce (Human Resource Management / Finance) -
Vidya Bhavan College Of Commerce, Pune University
Bachelor of Commerce -
Vidya Bhavan College Of Commerce, Pune University
H.S.C. -
St. Patrick’s Junior College, Pune
S.S.C -
St. Vincent’s High School, Pune
Executive Post Graduate Programme in Data Science, 07/2022, International Institute of Information Technology Bangalore
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